The goal today is to thrill the customer, not just satisfy. Yet with expanding channels and increasing volume, contact centers are under pressure to work faster and faster. When managed incorrectly, the need for speed can kill productivity and customer experience. These service failures still occur even when the employees are passionate and well-trained. How can that be? More importantly, how can we fix it?

Hear actionable advice from ICMI speaker and recognized industry leader Jeff Toister on what 3 recurring mistakes he sees most often in contact centers. His interactive tests, insights, and real-life examples will have you rethinking your approach to productivity.